Outsourced ICT Services

Transcription

1 Outsourced ICT Services David Thomas Deputy Director of IT NHS NCL Cluster

2 Challenges We Faced Camden & Islington ICT Shared Service: Server function was in disarray Management of implementation and upgrade projects highly variable; lack of vision and leadership Helpdesk and desktop support inflexible, unreliable and unresponsive to customer requirements services unstable and misused, based on risky infrastructure 2

3 How we outsourced Phase 1 - June December 2009 A joint approach between NHS Islington, NHS Camden and Camden & Islington Mental Health Trust resulted in a full procurement exercise 35 organisations expressed an interest. 10 organisations responded positively to prequalification questionnaire. 10 of these invited to tender. Evaluation resulted in 4 shortlisted organisations. Following extensive evaluation, including site visits, presentations and customer references, 2e2 were selected as preferred bidder. Due diligence carried out including 4 months of contract negotiations.

4 How we outsourced Phase 2 Jan - June 2011 NHS reforms in London including PCT commissioner /provider separation. NHS North Central London, Barnet Community, Haringey Community and Camden Community Services join the IT Managed Service provided by 2e2 via the Buying Solutions IT Managed Services Framework. Contracts based on the original Islington PCT contract utilizing the Buying Solutions Managed Services Framework contract schedules.

5 Transition Phases Definition Contract Signature Transition Service Cut-Over Transition Acceptance Criteria Signed Off Contract Definition Operation Service Stable Due Diligence TUPE Transition Planning Infrastructure Resources Service Cut-over Planning Service bed-in Plan Handover to Operations Business as usual

6 Our Intelligent Customer Transition Understanding what is wanted from the contract Capability to understand all technical and business issues Manage the contract effectively Having the necessary Governance in place Having the necessary policies and procedures in place Creating culture to work successfully with external supplier 6

7 Our Service Transformation Camden & Islington Shared Service 4,200 Users Barnet, Enfield & Haringey Health Informatics Service 6,600 Users Camden & Islington NHS FT Islington PCT Camden PCT Barnet Community Services Haringey Community Services NHS North Central London BEH MHT NHS North Central London Camden IT 1,800 Users Central North West London NHS FT Camden Provider

8 Benefits of Outsourcing ICT (1/2) Provision of a stable, resilient, secure ICT Service improved systems availability and performance Improved customer satisfaction SLA-based, improved response and first fix rate, self service. Predictable cost model Transparency, granularity, realistic tolerances for variation Flexibility and reduced operational cost by up to 25% - Continuous design review, efficiency modelling with infrastructure transformation

9 Benefits of Outsourcing ICT (2/2) Positive outcome for Employees - Consultation process, transparency, options presented. Focus on core business Helps to focus resources on business alignment, innovation, continuous service improvement Agreed Service Level Reports delivered on time each month. Customer satisfaction rated regularly. User group established.

10 Outsourced ICT Service IT Managed Service steady state Partnership arrangement Access to leading edge technologies Jointly produced strategic road map Flexibility in delivering of ICT Not tied to current supplier for new projects/solutions

11 Any Questions